管理学前沿与实践I

Service firms represent the largest and fastest growing sector of the economy, and include consultants, banks, healthcare organizations, insurance companies, telephone call centers, restaurants, transportation providers, emergency service providers, and government agencies. In addition, almost every manufacturing firm has business units providing service operations in order to have competitive edges against its competitors and increase customer satisfaction. Focusing on the frontiers of models and practices in the service sector, this course emphasizes quantitative and qualitative tools that help to address issues such as (i) developing a right service strategy that is consistent with the service concept delivered, (ii) determining the number and location of service facilities, (iii) the design of service process steps, (iv) managing service queues and capacity, and (v) gaining a comprehensive understanding of consultant services and developing consulting skills such as logit in thinking, problem solving, presenting and writing.